We are seeking a highly skilled and motivated Client Success/Operations Manger to oversee and manage our operational processes, team, and client interactions. As a Client Success/Operations Manager, you will be responsible for ensuring the smooth and efficient operation of our daily activities, while maintaining high standards of productivity, quality, and customer satisfaction. You will supervise a team of employees, provide guidance and support, and collaborate with various departments to optimize operational efficiency and meet organizational goals. The ideal candidate is a proactive and organized professional with excellent leadership, problem-solving, communication, and client relationship management skills.

Work Schedule:

Monday to Friday | 3 PM to 12 AM (Flexible to an extent)

Work Arrangement:

Temporary Remote Set-up: This position is primarily remote until further notice.
Onsite Requirement: Employees are expected to go onsite at least twice a month.

Responsibilities:

Program Implementation for New Clients - You will be assigned to onboard new clients where a structured project management approach for implementing new or significantly changed programs or services is used, which includes the development and deployment of an implementation plan
Strengthen Customer Experience – You will be tasked to work closely with Operations and create or improve policies/ procedures to improve customer experience.
Act as the Operations point of contact for clients, addressing their operational needs, concerns, and inquiries in a professional and timely manner.
Monitor key performance indicators (KPIs) to track operational performance, client satisfaction, and identify areas for improvement.
Partner with clients to ensure timely and accurate execution of tasks and activities, while meeting client service level agreements (SLAs).
Lead Business Reviews – This requires a blend of analytical thinking, effective communication, strategic vision, and strong leadership. By facilitating comprehensive and productive business reviews, you play a vital role in driving continuous improvement, aligning the organization, and achieving sustainable success.
Collaboration with functional teams - Coordinate with other departments to ensure client queries are forwarded to the appropriate team for assistance.

Qualifications:

1 to 2 years relevant experience as Operations Supervisor/ Manager preferably in the BPO industry
Proven experience in operations management or supervisory role, preferably in a fast-paced environment.
Strong leadership abilities with a track record of effectively managing and motivating teams.
Solid understanding of operational processes, supply chain management, and inventory control.
Good English communication and written skills
Proactive, Organized and has a keen eye for details
Ability to adapt to change and work effectively in a dynamic environment.
Demonstrated commitment to continuous improvement and driving operational excellence.